Customer Success Lead, North America

About ExTrac ExTrac is transforming how governments, defense, and security stakeholders understand threat, risk, and geopolitical complexity. By combining curated data, human expertise, and domain-specific AI, we cut through the noise to deliver expert insight at machine speed. More on our mission: extrac.ai Who you are You are a seasoned customer success professional with a background in intelligence analysis, national security, or high-stakes private sector environments, and the stakeholder instincts to operate credibly across both government and commercial accounts. You understand both the craft of CS and the mission context of ExTrac's customers, and you're ready to own a portfolio, lead complex accounts, and help shape how ExTrac delivers value across its growing North American presence. Requirements Proven experience in a customer success or account management role, with a strong grasp of CS fundamentals: onboarding, adoption, health tracking, renewal, and value reporting. Background in intelligence analysis, threat/risk assessment, national security, or a comparable high‑stakes environment, whether in federal government, defense, or the private sector. Demonstrated ability to apply structured critical thinking, design thinking, or innovation frameworks to solve customer and operational problems. Strong written and verbal communication skills, with confidence presenting to and influencing senior stakeholders across government, defense, and commercial organizations. Able to work with significant autonomy: you can identify what needs doing, prioritize across a portfolio, and drive outcomes without waiting to be directed. Must be a US national, as required by the nature of our customer base and engagements. Desirable Active or prior US Government security clearance (or eligibility for reinstatement having held an active clearance within the past two years). Demonstrated experience as an AI practitioner, applying AI tools to analytical or operational workflows, not just familiarity with the concept. Experience in an early‑stage or high‑growth technology company, with comfort navigating ambiguity and building process. What the job involves The CS Lead (North America) exists to ensure ExTrac's customers across government, defense, and private sector get maximum, demonstrable value from the platform, and to build the account management foundation that enables ExTrac's North American business to scale. You'll own a portfolio of strategic accounts spanning public and private sector, drive adoption and renewal, and operate as the senior CS presence on the ground in the US. Account Management & Retention Own the health, renewal, and expansion of a portfolio of strategic US accounts across government, defense, and private sector, building multi‑year relationships with key stakeholders. Identify early signals of account risk, such as changes in engagement, sponsor turnover, or unresolved product gaps, and intervene proactively before issues escalated. Lead renewal conversations within agreed commercial parameters, demonstrating clear value and building long‑term platform commitment. Customer Adoption & Value Delivery Lead onboarding and training for new users, ensuring rapid proficiency and genuine integration into customer workflows and mission operations. Translate loosely articulated customer requirements into precise technical specifications and communicate ExTrac's outputs in terms meaningful to the client's mission. Run quarterly business reviews that demonstrate value in the customer's own terms, grounded in usage data, analytical outcomes, and operational impact. Cross‑functional Collaboration & Insight Coordinate with product, engineering, and research teams to resolve issues quickly and surface customer requirements that should inform the roadmap. Synthesize insights from across your portfolio into specific, actionable feedback, not general observations, and bring them into internal planning cycles. Support the growth team on new business development in the US, including participating in demonstrations, attending relevant industry events, and qualifying opportunities in adjacent accounts. Process & Operational Excellence Contribute to building scalable CS processes, playbooks, and knowledge assets as ExTrac grows its North American footprint. Deliver clear internal reporting on account health, adoption progress, and commercial risk. Model best‑practice CS behaviors and help raise the standard across the team as it grows. Reports to: Head of Customer Success (Located in London) Location: DC, MD, or NOVA preferred. NYC, Hawaii, or California considered for the right candidate. Opportunities for impact Join at a pivotal moment. ExTrac is expanding fast in North America, and this role puts you at the center of it, shaping how we deliver value to some of the most demanding customers in the world. Influence strategic direction. You'll be close enough to the product, the customers, and the leadership team to have your field insights genuinely shape roadmap priorities and go‑to‑market decisions. Work at the frontier of AI and decision intelligence. ExTrac is building technology that matters across government, defense, and the private sector. You'll help some of the most demanding organizations in the world harness it effectively. What we offer Competitive salary based on skills and experience targeting $156,000 to $170,500 On‑target earnings (OTE) structure tied directly to customer outcomes. A generous benefits package, including private healthcare and 401K. 33 days of leave across the year inclusive of national holidays. A role that combines mission‑driven purpose with cutting‑edge technology in a fast‑growing company. #J-18808-Ljbffr ExTrac